"With practical tools, case studies, and best practices, we aim to deliver meaningful insight, and education across the industry."
- Phil Deacon, Independent Protection Claims Expert & 7 Claims Stories Lead
The Income Protection Taskforce’s (IPTF) 7 Claims Stories initiative is a collaborative project designed to share insights, educate, and create actionable strategies that could improve claims payout rates, enhance customer perceptions, and reduce both misrepresentation and processing costs.
Drawing on real-world examples and expertise amongst IPTF members, this project will attempt to illustrate what a seamless and supportive Income Protection (IP) claims journey for policyholders and advisers should look like.
7 Claims Stories will be led by Phil Deacon, bringing a wealth of experience from roles at Guardian Financial Services (Guardian), Swiss Re, Friends Life, and Zurich. “This initiative is about more than improving metrics – it’s about building trust and demonstrating that IP providers are committed to doing the right thing,” he said.
This project revolves around 7 critical themes, addressing core aspects of the claims process: the role of advisers in claims, understanding and tackling misrepresentation, value-added services in claims, demystifying financial claims assessments, day in the life of a claim assessor, and best practice development.
On behalf of IPTF member, Legal & General (L&G), Julie Godley, Director of Intermediary, said, “We welcome and support the launch of the 7 Claims Stories project. It’s great to see a focus on transparency and customer-centric practices. Collaboration and commitment to continual improvement are essential for our industry.
“By highlighting the good work already being done and addressing existing challenges, we can build trust and achieve better customer outcomes,” she concluded.
